EU Performance Specialist

London, England, United Kingdom

4/15/2025

Location: Remote with occasional visits to Nottingham or Wimbledon

Salary: Competitive

Contract Type: Permanent

Closing Date: Friday 2nd May 2025

We have a fantastic opportunity for an EU Performance Specialist to join our Performance Operations department here at Domestic & General. The role will lead forecasting and trend analysis as well as claims data analysis for the EU.

This role will provide strategic decision support to optimise performance in the EU of contact centres, BPOs and repair networks.

Key Responsibilities Will Include

Performance Monitoring (EU)

• Identify areas of improvement in contact center operations and agent performance to enhance efficiency and effectiveness.
• Conduct root cause analysis for issues such as missed service level targets or high abandonment rates.
  
  

Forecasting & Scheduling (EU)

• Use data to support with Budgeting and Forecasting
  
  

Claims (EU)

• Lead the analysis of claims data to identify trends, assess risks, and uncover cost-saving opportunities.
• Conduct root cause analysis on claims issues to identify patterns, develop insights, and recommend improvements in the claims process.
  
  

Projects (EU)

• Support with Ad hoc reviews/Analysis/business cases for the EU
  
  

Knowledge and Expertise

• Ability to support decision making with data
• Ability to strike the balance between speed and precision by identifying what is important
• Is able to both collaborate and challenge to ensure the right business outcomes are met
• Good analytical skills
• Understanding of call centre drivers and metrics
• Good presentation skills
• Quick thinking
  
  

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Attractive company pension scheme
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
• Salary Finance – access to savings and borrowing through payroll
• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – with a range of discounts for 100s of online and high street retailers
  
  

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.